1、 TELECOMS&CONNECTIVITY GENERATIVE AI AND AGENTIC AI:THE FUTURE OF AUTOMATION IN MESSAGING Whitepaper GENERATIVE AI AND AGENTIC AI:THE FUTURE OF AUTOMATION IN MESSAGING 1 TELECOMS&CONNECTIVITY 1.1 Introduction Conversational AI is a technology that enables the automation of customer interactions by a

2、llowing customers to respond to an enterprise using natural language.It is having a significant impact across several industries;being used to power chatbots or virtual assistants for use cases such as customer service,marketing and commerce.The technology works when a user inputs text or leverages

3、speech recognition technology and the conversational AI understands the natural language using NLP to extract the intent and then translate this into structured data.It then uses natural language understanding(NLU)to process this data,understand the intent and extract specific pieces of information.

4、A response is consequently generated based on the intent and context identified,by using predefined rules or using generative AI to form more dynamic and contextually relevant responses,using information from the enterprises knowledge systems.Conversational AI has gained significant momentum over th

5、e past two years,with the rise of chatbots that use LLMs,following the launch of ChatGPT in late 2022.Following this launch,the usage of chatbots has grown significantly and therefore enterprise demand for this technology has also grown.Whilst conversational AI technology existed prior to the develo

6、pment of LLMs,the use of conversational AI alongside generative AI highlighted the potential of the technology to be used for a range of use cases;one of which is the capability to automate a larger proportion of customer conversations,whilst interacting in a more natural way.1.2 Future Market Outlo